Contact Information

Help Desk Priorities

Priority 1:

This level is top priority and requires immediate attention and resolution. Priority
1 issues affect all student users, all administrative users, or both. Problems affecting
small numbers of people may be considered priority 1 if they are related to mission
critical systems. Examples (but not limited to):

Internet access is down.

D2L is down.

ISRS/MAPS is down.

Registration function of webpage goes down during open registration events.

Critical network server is down.

The website is down.

The e-mail system is down.

No electricity on campus or in a single area

In the event that more than one priority 1 issue exists at one time, they shall be
further prioritized in the following order:

1-1. A problem that affects all users, both employee and student. 1-2. A problem that affects all student users. 1-3. A problem that affects all admin users. 1-4. A mission critical component of a system is down.

Priority 2:

Problems that fall into Priority 2 include those that affect multiple users, or individual
problems that prevent a user from performing their work or study because there is
no other means of completing their work or study. Examples (but not limited to):

A class cannot be conducted due to a technical problem.

Printing is unavailable for a classroom, department, or building.

A specific database process is not functioning.

A new shared web area needs to be created.

A user needs to be added to D2L.

Administration cannot get access to the internet.

Unable to access e-mail or VIC offsite due to a password expiring.

Forgotten password or password reset.

E-mail mailbox is full and user cannot send/receive messages.

Restore files that have been deleted and are essential.

Student forgets D2L, Live @EDU, ASAP, or user password.

Temporary account creation through VIC or extension of temporary account.

Single user cannot access Z: drive.

Low/intermittent wireless signal.

In the event that more than one Priority 2 problem exists, they shall be further prioritized
as follows:

2-1. A problem that affects multiple student users. 2-2. A problem that affects multiple employee users. 2-3. A problem that affects a single student user, and prevents them from performing
their academic work (e.g., in a full class, student cannot move to another machine). 2-4. A problem that affects a single employee user, and prevents them from performing
their work.

Priority 3:

Problems that affect single student users, but do not prevent them from performing
their academic work. Examples (but not limited to):

Single workstation unable to print.

Computer crashes multiple times but does not stop working.

Configuring personal laptop for campus wireless connection.

Computer unusable, but another station is available to move to.

Student needs assistance with a program in the Open Lab.

Single workstation keyboard/mouse replacement.

In the event that more than one problem falls into this category, they will be addressed
in the order in which they were reported.

Priority 4:

Problems that affect individual users, but do not prevent them from performing their
work. (e.g. User can print to another printer for now.) Examples (but not limited
to):

Single user unable to print.

Single user unable to access a specific VIC function.

Computer runs slowly, or crashes infrequently.

An employee needs to be added to a shared area.

New shared web area needs to be created.

A user needs to be added to the ISRS system.

Software support for single user.

Scanner is down but user is able to work at another.

Virus on a single computer.

In the event that more than one problem falls into this category, they will be addressed
in the order in which they were reported.

A faculty member has requested a new program to be installed in a lab for the following
semester and has met the Software Request deadline.

Priority 6:

Projects: Same as scheduled work orders except theyaffect a large number of people.
Used for long-term and ongoing projects where the deadline is more than one month
away. Examples (but not limited to):

Moving of a department (computers/phone).

Installation of new software for a department.

Lab renovations.

Installation of a new campus wide system requiring long term testing and implementation
(i.e. PointSec, VPN connection, Virtual Server).